How wearables are reshaping the shopping experience

by Infor Retail June 9, 2016 Customer Experience

Enriching the customer experience is a prime concern for retailers these days, and the latest wearable tech is rolling out new possibilities to do just that. From personalized shopping experiences and, in-store conveniences to real-time, location-based marketing, wearables are delivering better shopping experiences for both consumers and and the retail workforce.

A new frontier of relevant, real-time marketing

By synchronizing with a shopper’s own wearable tech, retailers can glean information about that customer’s in-store location, purchase history, and preferences. Tech-savvy retailers are then able to send personalized promotions to a customer’s device, and leverage a growing data set to provide continuous customer service improvements that are increasingly even more tailored to each shopper’s desires.

You tap it, you buy it: Wearables as wallet

Wearable watches are set to reimainge the checkout experience. According to the market intelligence firm, Tractica, by 2020 wearable payments will be responsible for more than $500 billion in transactions annually with Apple Pay pioneering the largest wrist payment initiatives.

This technology will allow shoppers who are sporting a smartwatch to walk into a store, tap each item they want to purchase on the wrist, and be on their way. Long checkout lines are no longer part of the equation when wearables, RFID-embedded products, and mobile payment apps work together for a seamless—and fast—
shopping experience.

Every shopper’s favorite accessory: better customer service

According to a PricewaterhouseCoopers survey, 72% of shoppers said it was important for wearable tech to make customer service better.

Since most retail workers are mobile and task-driven, wearables are well-suited to help them improve how they assist shoppers. By providing employees with anywhere access to a retailer’s digital resources, sales associates can stay by a customer’s side to assist him or her throughout the entire shopping experience. No more leaving to visit a computer terminal or looking for additional inventory in the stockroom—which means smoother transactions and shorter customer wait times.

For example, The Container Store is realizing the potential of wearable technology with a voice command device that clips onto an employee’s pocket, lapel, or lanyard. These workforce wearables empower employees to communicate with each other from anywhere in the store, obtain and share information, and provide knowledgeable, always-by-your-side customer service to shoppers.


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